IT Service Desk Specialist I
$25 - $30 per hourAverro
IT Service Desk Specialist I
Contract
Job Site : Remote
Job No. : 33508
City : Seattle
State : WA
Pay Range : $25-30/hr
Job Details: Benefits: Medical, Dental, and Vision insurance, 401k, sick leave, and employee assistance program. Depending on your package selection, Averro offers PTO, paid holidays, and legal insurance. Role & Responsibilities We are seeking an IT Service Desk Analyst for a leading natural resources and forest products company-a great opportunity for someone experienced in Tier 1/2 IT support looking to advance in enterprise IT service management.
• Intake, troubleshoot, and resolve IT incidents and service requests using ServiceNow; target 5-7 minute resolution with a maximum of 10-12 minutes per call
• Handle high-volume support requests including password resets, application triage and repair, and account access issues
• Identify and escalate phishing attempts, hacking incidents, and account security threats per defined escalation protocols
• Document all customer interactions, troubleshooting steps, and resolutions in ServiceNow with detail to support ticket escalation and continuity
• Provide end-user support and education for Microsoft 365 tools including Outlook, Teams, Edge, Word, and Excel
• Follow and contribute to Knowledge Base articles to ensure consistent, repeatable issue resolution across the team
• Perform Excel-based data cleanup and administrative tasks during lower-volume periods Essential Qualifications
• 2+ years of IT support or IT Service Desk experience in a high-volume environment; additional experience preferred
• Proficient in ServiceNow or a comparable ITSM platform for creating, updating, and managing incidents and service requests
• Strong working knowledge of Microsoft 365 tools including Outlook, Teams, Edge, Word, and Excel
• Demonstrated ability to apply structured troubleshooting techniques to diagnose and resolve technical issues independently
• Strong verbal and written communication skills; able to convey technical information clearly to non-technical end users
• Detailed documentation skills with ability to capture complete, accurate ticket notes that support escalation without requiring customers to repeat themselves
• Typing proficiency of 40 WPM or greater; Associate's degree in Information Technology or related field, or equivalent work experience
• Strong security awareness; ability to identify suspicious activity, apply identity verification procedures, and protect company assets and user accounts Bonus Qualifications
• ITIL Foundation certification or working knowledge of ITIL and ITSM principles and best practices
• Background in high-volume customer-facing service roles (e.g., hospitality, retail, food service) Why Averro? Averro is a veteran-owned staffing and solutions firm connecting top talent with cutting-edge companies. With 20+ years of experience and industry-specialized recruiters in your corner, we're here to propel your career forward. Averro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. View our privacy policy here:
Contract
Job Site : Remote
Job No. : 33508
City : Seattle
State : WA
Pay Range : $25-30/hr
Job Details: Benefits: Medical, Dental, and Vision insurance, 401k, sick leave, and employee assistance program. Depending on your package selection, Averro offers PTO, paid holidays, and legal insurance. Role & Responsibilities We are seeking an IT Service Desk Analyst for a leading natural resources and forest products company-a great opportunity for someone experienced in Tier 1/2 IT support looking to advance in enterprise IT service management.
• Intake, troubleshoot, and resolve IT incidents and service requests using ServiceNow; target 5-7 minute resolution with a maximum of 10-12 minutes per call
• Handle high-volume support requests including password resets, application triage and repair, and account access issues
• Identify and escalate phishing attempts, hacking incidents, and account security threats per defined escalation protocols
• Document all customer interactions, troubleshooting steps, and resolutions in ServiceNow with detail to support ticket escalation and continuity
• Provide end-user support and education for Microsoft 365 tools including Outlook, Teams, Edge, Word, and Excel
• Follow and contribute to Knowledge Base articles to ensure consistent, repeatable issue resolution across the team
• Perform Excel-based data cleanup and administrative tasks during lower-volume periods Essential Qualifications
• 2+ years of IT support or IT Service Desk experience in a high-volume environment; additional experience preferred
• Proficient in ServiceNow or a comparable ITSM platform for creating, updating, and managing incidents and service requests
• Strong working knowledge of Microsoft 365 tools including Outlook, Teams, Edge, Word, and Excel
• Demonstrated ability to apply structured troubleshooting techniques to diagnose and resolve technical issues independently
• Strong verbal and written communication skills; able to convey technical information clearly to non-technical end users
• Detailed documentation skills with ability to capture complete, accurate ticket notes that support escalation without requiring customers to repeat themselves
• Typing proficiency of 40 WPM or greater; Associate's degree in Information Technology or related field, or equivalent work experience
• Strong security awareness; ability to identify suspicious activity, apply identity verification procedures, and protect company assets and user accounts Bonus Qualifications
• ITIL Foundation certification or working knowledge of ITIL and ITSM principles and best practices
• Background in high-volume customer-facing service roles (e.g., hospitality, retail, food service) Why Averro? Averro is a veteran-owned staffing and solutions firm connecting top talent with cutting-edge companies. With 20+ years of experience and industry-specialized recruiters in your corner, we're here to propel your career forward. Averro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. View our privacy policy here:
Vacancy posted 23 hours ago
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